Walking through "forward your calls"
In this section, a simplified and modified example is taken from the
literature to illustrate how a CW is performed. This example focuses
on evaluating a phone system from the perspective of a walk up and use
interface.
4.1 Activities before the walkthrough
This step begins by selecting a task from the detailed task list and
determining the correct action sequence. The task is described as:
Forward all calls to 492-1234
The correct action sequence is described as:
1. Pick up the handset
2. Press ##7 (clear call forwarding)
3. Hang up the handset
4. Pick up the handset
5. Press **7 (specify call forward)
6. Press 1234
7. Hang up the handset
The target user group has no knowledge of the system and this is noted on the user profile form. The group must now determine what the user's initial goal structure will look like. They feel that all users will have the goal included in the task description (forward all calls to 492-1234), and that nearly all will form the "and then" subgoals of "pick up handset" and "specify call forwarding". They indicate that a portion of the users will have trouble realizing that they must clear call forwarding first. The groups conclusions regarding the user's initial goal structure are as follows:
75% of users will have
FORWARD ALL CALLS TO 492 1234
PICK UP HANDSET
and then SPECIFY FORWARDING
25% of users will have
FORWARD ALL CALLS TO 492 1234
PICK UP HANDSET
and then CLEAR FORWARDING
and then SPECIFY FORWARDING
Please note: Indenting is used to indicate when goals are subgoals of the goals above them while underlying indicates a currently active goal.
The analyses of each action can be obtained by selecting the appropriate action below:
1. Pick
up the handset
2. Press
##7 (clear call forwarding)
3. Hang
up the handset
4. Pick
up the handset
5. Press
**7 (specify call forward)
6. Press
1234
7. Hang
up the handset